Support Engineer

Tim Freeman; Northern (KY); Hybrid; USD 70,000 - 100,000; Full time

Job summary

Tim Freeman’s healthcare technology client is seeking a Support Engineer to join its Software Engineering department. This role serves as the critical link between customers and engineering, providing Tier 1/2 technical support for the in‑house solution.

You will diagnose issues by reading SQL and code (C#, JS/TS) and collaborate with Tier 3 for complex escalations. The ideal candidate will be proficient with AI tools to accelerate troubleshooting and documentation, and comfortable working with

Qualifications

• Proficiency writing and interpreting SQL queries for troubleshooting.
• Ability to read code in C#, JavaScript and TypeScript for root‑cause analysis.
• Strong written and verbal communication for non‑technical audiences.
• Experience supporting both internal teams and external customers in a professional capacity.
• Hands‑on experience using AI tools such as Claude, ChatGPT or Gemini for daily work.
• Experience with healthcare technology or SaaS is a plus.

Responsibilities

• Serve as the first and second line of technical support for customers.
• Investigate issues by querying data in SQL to identify root cause.
• Read and follow code across C#, JavaScript, and TypeScript to narrow defects.
• Escalate complex issues with clear reproduction steps and logs.
• Communicate status updates and resolutions to audiences of varying technical levels.
• Document recurring issues and workarounds in the knowledge base.
• Leverage AI tools to accelerate log analysis, documentation, and issue summaries.
• Monitor system health and flag anomalies proactively.

Skills

SQL

Code reading

AI tools

Communication

Tools

Azure cloud services

Job description

About the Job

My client is a healthcare technology company seeking a Support Engineer to join its Software Engineering department. This role serves as a critical link between customers and engineering, providing Tier 1/2 technical support for the company's in-house solution. The ideal candidate is comfortable reading SQL and code (C#, JavaScript/TypeScript) to diagnose issues and is proficient using modern AI tools to accelerate troubleshooting and documentation.

What You'll Get To Do

• Serve as the first and second line of technical support, fielding and triaging incoming issues from internal and external customers
• Investigate reported issues by querying and reviewing data in SQL to identify root cause before escalation
• Read and follow code processes across C#, JavaScript, and TypeScript codebases to narrow down defects
• Escalate unresolved or complex issues to Tier 3 engineers with clear reproduction steps, logs, and supporting data
• Communicate status updates, resolutions, and workarounds to internal teams and customers, adjusting tone and depth to the audience
• Document recurring issues, known errors, and resolutions in the knowledge base to reduce repeat tickets
• Leverage AI tools (e.g., Claude, ChatGPT, Gemini) to accelerate log analysis, query drafting, documentation, and issue summarization
• Monitor integration and system health (e.g., HL7/Mirth-based EHR integrations) and flag anomalies proactively

Qualifications & Requirements

Required Experience

• Proficiency writing and interpreting SQL queries for troubleshooting and data validation
• Ability to read and follow code logic in C#, JavaScript, and TypeScript to support root-cause analysis (writing new code not required)
• Strong written and verbal communication skills, with the ability to translate technical detail for non-technical audiences
• Demonstrated experience supporting both internal teams and external customers in a professional support capacity
• Hands-on experience using AI tools such as Claude, ChatGPT, or Gemini for daily technical work
• Strong organizational skills with the ability to manage multiple concurrent support cases

Preferred Qualifications

• Advanced experience with Microsoft Azure cloud services
• Prior software development experience, even at a junior level, in any modern language or framework
• Familiarity with healthcare data standards and EHR integration platforms (e.g., HL7, Mirth)
• Experience working within a healthcare technology or SaaS environment

Why This Role

• Direct line of visibility into both engineering and product priorities, partnering with the Director of Software Engineering and Product Manager to shape roadmap decisions from real support trends
• Opportunity to work hands-on with modern AI tools as a core part of the role, rather than as an afterthought
• Likely appeal: exposure to healthcare data and EHR integration technology, a specialized and growing niche within the broader software support field

About Tim Freeman

I'm an independent recruiter with over 25 years experience working with clients across the United States to build great tech teams, and help great tech talent find great opportunities.